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So Why Does Customer Service Stink?

The prevailing wisdom is that providing an excellent Customer Experience is vital for companies' success and growth. But there are all too many reports about poor customer service. Why is there a disconnect? The blog presents several theories. Readers are…
Categories Tags Almost every day, it seems, there is another report on why enabling an excellent Customer Experience is vital for companies.  Here are just a few examples of t… https://digitaltransformation.frost.com/expert-insights/viewpoints/so-why-does-customer-service-stink/

Trip to Enterprise Connect 2015 – It’s UC, C & C

Highlights of Enterprise Connect 2015
Categories Tags In the early days of Enterprise Connect when it was called VoiceCon, I regularly went to the San Francisco show, but when the West coast version was shut down,… https://digitaltransformation.frost.com/expert-insights/viewpoints/trip-enterprise-connect-2015-its-uc-c-c/

New ICMI/LiveOps Report, Facebook Messenger Raises Questions on Contact Center Value

A new, disquieting, but refreshingly honest, and yet unsurprising International Customer Management Institute (ICMI)/ LiveOps report calls into question the underlying value of having contact centers to support the Customer Experience.
Categories Tags A new, disquieting, but refreshingly honest, and yet unsurprising International Customer Management Institute (ICMI)/ LiveOps report calls into question the un… https://digitaltransformation.frost.com/expert-insights/viewpoints/new-icmiliveops-report-facebook-messenger-raises-questions-contact-center-value/

“Customer Experience” Honored More in the Breach Than in Reality?

Focusing on the “Customer Experience” should be obvious to companies, but it is honored more in the breach, including by vendors, for several reasons.
Focusing on the “Customer Experience” has become an “interesting” buzz phrase for several reasons: 1. Isn’t it obvious that companies should satisfy customers in order to retai… https://digitaltransformation.frost.com/expert-insights/viewpoints/customer-experience-honored-more-breach-reality/

Part 2: The Next Generation Customer Experience Landscape

What will the new customer experience environment, or landscape look like.
Categories Tags In my last blog we discussed the death of the call center, as omnichannel customer service blazes the trail to the next generation of customer experience manag… https://digitaltransformation.frost.com/expert-insights/viewpoints/part-2-next-generation-customer-experience-landscape/

Omnichannel Customer Service (Part 1)

A two part look at the decline of the traditional "call center", the factors causing it. and what customer service will look like going forward in the North American market.
Categories Tags   The North American contact center industry has reached “maturity,” which is the code word for a gradual demise.  As noted in the analysis “Opportunities i… https://digitaltransformation.frost.com/expert-insights/viewpoints/omnichannel-customer-service-part-1/

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